• Help customers with their inquiries. • Write support articles and tutorials. • Provide 1:1 online demos, client training and webinars. • Detect sales opportunities. • Collaborate with the dev team to troubleshoot issues. • Collaborate with the product team by presenting customer insights. • Participate on projects to improve customer satisfaction.

• Delighting customers with exceptional post-sales support, promptly and professionally addressing their inquiries, concerns, and issues. • Efficiently handling customer complaints and escalations, going above and beyond to find solutions and resolve issues, ensuring the customer's complete satisfaction. • Forging and nurturing strong relationships with customers, surpassing their needs and expectations. • Proactively conducting customer satisfaction surveys and gathering valuable feedback to continuously enhance the customer experience. • Collaborating seamlessly with internal teams, such as sales, marketing, and operations, to ensure a seamless and seamless customer journey. • Identifying opportunities for process enhancements and actively contributing to developing customer service policies and procedures. • Ensuring meticulous upkeep of accurate customer records and documentation, guaranteeing the integrity and confidentiality of the data. • Staying up to date with extensive product knowledge and industry trends to efficiently assist customers and provide tailored recommendations.

• Provide prompt, friendly, and accurate support to Customers via phone and occasionally email in English. • Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience. • Respond to inquiries with empathy, professionalism, and an understanding of customer needs. • Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression. • Stay ahead of potential issues by identifying and addressing problems before they escalate. • Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products. • Maintain in-depth knowledge of Customers platform to assist customers effectively and confidently. • Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others. • Demonstrate active listening, ensuring customers feel understood and valued. • Uphold commitment to delivering high-quality support by adhering to best practices and quality standards. • Participate in ongoing training and stay up to date with our evolving platform and industry trends.

• Leading and managing a 24/7 team of technical support agents to ensure the delivery of high-quality service to our client and their Customers. • Oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics. • Strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management. • Work as part of the operational management team and be a key point of contact for day-to-day operations. • Foster a culture of accountability, collaboration, and continuous learning within the team. • Acquire and transfer the knowledge of tools and associated workflow processes. • Assist in developing and streamlining procedures and implement any process or system changes that will drive efficiencies and improvements. • Coach, motivate, reward, counsel, and assist team performance through 121’s, team meetings, and feedback. • Monitor, establish, and analyze performance trends. • Ensure that service level targets are monitored, and impacts are managed effectively. • Drive the escalation process to identify potential issues. • Implement and facilitate the personal and professional development of the team by giving them constructive feedback. • Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person. • Provide a high level of customer service and/or technical support.